Frequently Asked Questions
Yes. We answer our phones live during business hours: Monday – Friday, 8:00 AM to 5:00 PM. Anyone calling our main office number after business hours will be prompted to call our afterhours support number that is answered by a live person. The call is then dispatched and the customer is called back by one of engineers. There is a premium fee for this service.
Our goal is to respond in 60 minutes or less. We maintain this average. In the event there is some type of catastrophic event that impacts a unusually high percent of our customer base (and everyone else’s) priority is always given to customers based on their support agreement level.
Yes. You don’t have to be tech-savvy to communicate with our friendly help desk personnel. Our team will explain everything at your comfort level and answer all your questions.
Yes. We provide detailed invoices that show what work was done, why it was done, and when so you never have to guess what you’re paying for. Since your time is valuable to us, we also review our invoices for accuracy before they are sent to you.
Yes. In this litigious society we live in, we have chosen to be adequately insured with both errors and omissions insurance and workers compensation. Don’t be shy about asking to see our latest insurance policies!
Our remote network monitoring system T. Dan Aps (Advise & Protection Suite) watches over your network 24/7/365 to look for developing problems, security issues, overall health, bandwidth monitoring, windows services, hacker checks, event logs, SNMP, physical disk changes, abnormal storage growth, and many more that might affect optimal performance. This allows us to proactively address issues before they turn into major problems. This reduces down time and increases your productivity. The service reduces your overall IT cost and also improves your employee output as well.
We strongly encourage our clients to use multiple methods of backup or replication. External media (external hard drives, USB sticks, tapes, ect…) fail, burn, drown, or get stolen. We highly recommend our clients have online backup service supplemented with onsite media for convenience purposes only. You cannot rely on local backup media to protect your entire business. You are leaving yourself at high risk.
Yes. Our clients get a detailed report that shows an overall health score of their network and the updates to their antivirus, security settings, patchesincluding third party like Adobe Reader, Java, Flash, etc.., Most security breaches occur because these third party programs and browsers do not have up-to-date patches.
As a TDan APS client you receive documentation at no additional cost. It is available to you any time. We generally provide you an updated report quarterly and make sure you know how to use it, giving you complete control over your network.
You should NEVER allow an IT person to have full control over you and your company. YOU own the company information. If you get the sneaking suspicion that your current IT person is withholding data from you as a means of job security, get rid of them (and we can help to make sure you don’t suffer any ill effects). That practice is downright unethical and dangerous to your organization, so don’t tolerate it!